Customer Success Manager, Expel
€57.1-82.8k
Plus bonus and equity
More information about location
Cyber security threat detection & management
Be an early applicant
Cyber security threat detection & management
501-1000 employees
Be an early applicant
€57.1-82.8k
Plus bonus and equity
More information about location
501-1000 employees
Company mission
Expel is on a mission to make security easy to understand, easy to use, and easy to continuously improve.
Role
Who you are
- 2+ years in customer success or account management
- At least 2 years working in the security industry — whether in operations, consulting, GRC, incident response, or product
- A track record of driving retention and spotting growth opportunities in B2B environments with multiple stakeholders
- Bachelor's degree and/or relevant certifications are a plus
- You know when to listen and when to recommend — and you're better at the former than most
- You can flex your communication style from a technical practitioner conversation to a C-suite presentation without losing your thread
- You understand the cybersecurity market: MDR, EDR, SIEM, NDR, the competitive landscape, and how a well-run security programme actually works
- You're familiar enough with security frameworks (NIST CSF, etc.) and the attack lifecycle to field basic questions and know when to pull in deeper expertise
- You can juggle a portfolio of accounts without letting anything slide
What the job involves
- As a Customer Success Manager, you own the relationships that make that bet pay off
- You're the person your customers trust, the one who knows their business well enough to anticipate what they need before they ask, and the one who can walk a CISO through a board-level conversation about security posture without missing a beat. You're not just managing accounts — you're the reason customers renew
- For this role specifically, you'd be joining a team that takes the craft of customer success seriously. You'll work alongside Security Solutions Engineers and Technical Support Engineers who make you smarter, and you'll have the autonomy to actually build something with your accounts rather than just manage them
- Drive renewal rates toward 95%+ across your book of business by staying ahead of risk, building genuine relationships, and helping customers get measurable value from Expel
- Own the business relationship with security leaders, key practitioners, and where possible, the people who hold the budget — and make sure they can articulate Expel's value to their own leadership
- Lead business reviews (sync or async, depending on the account) that tie Expel's work directly to what the customer cares about
- Spot and qualify expansion opportunities — cross-sells, upsells, overages — and hand them off to Account Executives to close
- Orchestrate internal resources (SSEs, TSEs, Support, Product) to make sure nothing falls through the cracks when customers need something
- Keep customers informed and calm during security incidents, coordinating with the SOC on the technical side while you handle the relationship
- Forecast renewals accurately, support senior teammates on complex situations, and participate in an on-call rotation for escalations a few times a year
Our take
As ransomware and hacking threats rise, identifying and resolving breaches in security must be done quickly. Lack of transparency in cybersecurity makes it difficult for engineers to detect, understand, and fix the issues as fast as possible. Expel is aiming to redefine what a security operations centre and managed detection service look like in the modern age.
Though the company faces competition from the vast number of cybersecurity platforms, Expel positions itself as a viable alternative to the service delivery model of managed security service providers (MSSPs) by offering a comprehensive management platform that connects to its customers’ tech remotely through APIs, providing fast detection and clear solutions.
Having reached unicorn status, the company is establishing a stronger presence in the European and Asia-Pacific markets, capturing business in Canada, the United Kingdom, Australia, and Singapore. Its 2022 funding is being used to accelerate sustainable growth, continue the company's international expansion, and push forward with go-to-market initiatives.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2022
$31m
SERIES E
Nov 2021
$140.3m
SERIES E
Total funding: $288.8m
Company benefits
- Flexible work hours and locations
- Unlimited time off - includes vacation, personal days, and an annual company-wide restorative day
- 24 weeks parental leave when you, your spouse or your domestic partner gives birth to a child, adopts a child or becomes a foster parent (first 12 weeks paid)
- Military leave
- Paid annual conference - we reimburse you up to $2,500 to attend at least one conference every year that helps you move your career forward
- One month sabbatical after hitting your 5 year anniversary
- Zero-meetings week each quarter - where all Expletives are challenged to reduce the number of internal meetings on their calendar all the way to zero
- Medical insurance through the Cigna Open Access Plus HRA plan
- Dental & vision insurance through Guardian
- Team touchdowns - Expel Teams are encouraged to come together quarterly for planning, for connecting, for energizing and maybe a little fun
- Fitness stipend
- Cell phone stipend
- Employee Assistance Program
- Telemedicine (Cigna’s Telehealth Connection)
- Access to the popular mental health platforms, Ginger and Talkspace
- BenefitHub - a web portal where Expel employees can enjoy discounts, cash back rewards and perks on thousands of brands in a variety of categories!
- Retirement 401(k) account provided by Principal
- Health Reimbursement Arrangement (Cigna)
- Flexible Spending Accounts
- Student loan refinancing
Company HQ
Herndon, VA
Leadership
Dave Merkel
(Co-Founder & CEO)Previous CTO of both FireEye and Mandiant (also VP, Products and Threat Management Services). Previously worked as the Senior Technical Director at America Online and for the US Air Force as an Assistant Chief of Intrusion Invasions.
Justin Bajko
(Co-Founder & Chief Strategy Officer)Previous Managing Director (MCIRT Operations) at Mandiant and Senior Manager of Global Security Analysis at Symantec. Previously worked as a Network Administrator at Clinical Trial Management Services, and was a Network and Systems Administrator at MiniFibers.
Yanek Korff
(Co-Founder & COO)Previous COO at Expel. Current Board Member at ThreatSwitch and Investor at Berg Capital Group. Previous Member of the Technical Advisory Board at Ntrepid Corp and CP an CTO at FireEye.
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